Field-Service-Consultant Exam Study Guide Free Practice Test LAST UPDATED DATE May 22, 2024
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NEW QUESTION # 53
A customer Is starting a new children's fashion brand and wants to use a dedicated business unit within their existing Enterprise 2.0 account. They anticipate many of their current Enterprise contacts will subscribe to the children's brand, however, they want to separate subscriber opt-outs of the Enterprise and children's brands. The customer has minimal technical resources available for implementation and support.
What should a consultant recommend to meet these criteria?
- A. A Select "Subscribers will be unsubscribed from this business unit only" in Settings
- B. Create attributes for each child business unit in "Profile Management' to record unsubscribes
- C. Create a Business Unit Filter in 'All Subscribers' List to record unsubscribes
- D. Select "Use separate 'Subscription Center' for this business unit" in Settings
Answer: A
NEW QUESTION # 54
Universal Containers operates in a highly regulated industry. Technicians must conduct quarterly inspections for all customers in their region. Each inspection should be completed within a single visit and include all installed assets on site.
Which two Maintenance Plan settings should the
Consultant recommend? Choose ? answers
- A. Service Appointment Generation Method = One Service Appointment per Work Order Line Item
- B. Service Appointment Generation Method = One Service Appointment per Work Order
- C. Work Order Generation Method = One Work Order Line Item per Asset
- D. Work Order Generation Method = One Work Order per Asset
Answer: B,C
NEW QUESTION # 55
universal containers want to limit their technicians view of work orders and appointment in the field service lightning mobile app. What should a consultant recommend to control their technicians?
- A. page layouts
- B. field sets
- C. visual force page
- D. mini page layouts
Answer: B
Explanation:
Explanation
This option should be recommended to control the technicians' view of work orders and appointments in the field service lightning mobile app, as it allows customizing which fields are displayed on different screens of the app. References: https://help.salesforce.com/s/articleView?id=sf.fs_mobile_field_sets.htm&type=5
NEW QUESTION # 56
A Universal Containers' (UC) Technician is completing a service appointment, but is unable to finish one of the tasks defined on the Work Order Line Items because of insufficient Inventory. Assuming UC is using the standard Work Order and Line Item status picklist values, how should the work be recorded?
- A. Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work Order Line Item as "Cannot Complete" and enter details in the Description field. Mark the parent Work Order as "Cannot Complete".
- B. Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work Order Line Item as "Cannot Complete," and enter details in the Description filed. Mark the parent Work Order as "Cancelled."
- C. Mark all Work Order Line Items as "Cannot complete," including the incomplete Work Order Line Item; mark the parent Work Order as "In Progress."
- D. Mark all completed Work Order Line Items as "Completed." Mark the incomplete Work Order Line Item as "Cannot Complete" and enter details in the Description field. Mark the parent Work Order as "Closed"
Answer: A
NEW QUESTION # 57
Northern Trail Outfitters received a complaint today from a customer who received an email after unsubscribing last week. Today's email was sent using Marketing Cloud Connect (MCC), though last week was sent when an external system dropped a file on the Marketing Cloud SFTP and triggered a User-Initiated Send through an automation.
What could be the reason the customer received the email through MCC?
- A. The previous send's user needed to have edit permissions in Salesforce.
- B. The Email Opt Out field needs to be added to the Contact Page Layout.
- C. The previous send used Email Address as a Subscriber Key.
- D. Email Opt Out is only updated if the send originates in Salesforce.
Answer: C
NEW QUESTION # 58
Universal Containers wants to ensure that only Field Technicians with a specialized certification are sent Work Orders of a specific type. In which two ways can a Consultant ensure the correct Resources are assigned to Work Orders? Choose 2 answers.
- A. Assign Skills and Skill Levels to Users.
- B. Implement Assignment Rules and Work Orders.
- C. Implement Work Types and Skill Assignments.
- D. Assign Skills and Skill Levels to Resources.
Answer: C,D
NEW QUESTION # 59
Universal Containers tracks customer issues in its call center. Sometimes a Technician is required at the customer's location to resolve the issue.
Which sequence of steps should a Consultant recommend to dispatch the Technician?
- A. Create Work Order, Create Case, Dispatch Work Order, Create Service Appointment.
- B. Create Service Appointment, Create Work Order, Create Case, Dispatch Service Appointment.
- C. Create Case, Create Work Order, Create Service Appointment, Dispatch Service Appointment.
- D. Create Case, Create Service Appointment, Create Work Order, Dispatch Service Appointment.
Answer: C
Explanation:
Explanation
This is the recommended sequence of steps to dispatch a technician for a customer issue. A case is created to track the customer issue, a work order is created to track the work that needs to be done, a service appointment is created to schedule the work, and a service appointment is dispatched to assign it to a technician.
References:
https://trailhead.salesforce.com/en/content/learn/modules/field_service_basics/field_service_work_orders
NEW QUESTION # 60
Universal Containers (UC) wants to ensure that Technicians enter required information only once when completing Work Orders on the Salesforce Field Service mobile app. The information entered by Technicians needs to also update the Service Appointment and the Case that are associated to the Work Order.
What should a Consultant leverage to ensure the right data is captured fram the Salesforce Field Service mobile app?
- A. Lightning Component with required fields to update the Case, Work Order and Service Appointment.
- B. oO Quick Action on the Work Order that launches a Flow to update the Work Order, Case, and Service Appointment.
- C. Process Builder on Case to update the Service Appointment and Work Order.
- D. Quick Actions that launcha Flaw on Cases, Work Orders and Service Appointments with required fields.
Answer: B
Explanation:
Explanation
This option allows capturing the required information on the work order and updating the related case and service appointment records using a flow. References:
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_quick_actions.htm&type=5
NEW QUESTION # 61
Universal Containers wants service managers to quickly Identify location and status changes in the lifecycle of a specific component in a customer's install base.
What should a Consultant utilize to track the lifecycle?
- A. A Work Order related list on Assets
- B. Field History Tracking on Assets
- C. Custom fields for change tracking on Assets
- D. A Product related list on Assets
Answer: B
Explanation:
Explanation
Field History Tracking on Assets allows tracking location and status changes in the lifecycle of a specific component in a customer's install base by recording the date, time, nature, and user of each change. A Work Order related list on Assets would show the work orders associated with an asset, but not the location and status changes of the asset. A custom installation date field on Products Consumed would show when a product was installed, but not the subsequent changes in the asset lifecycle. A Product related list on Assets would show the products related to an asset, but not the location and status changes of the asset. References:
https://help.salesforce.com/s/articleView?id=sf.tracking_field_history.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_work_orders.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_products_consumed.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.fs_products.htm&type=5
NEW QUESTION # 62
Universal Containers provides maintenance and emergency services to its customers. Sending Technicians to emergency calls during the day causes long travel times and reduces the number of appointments that a Technician can complete.
Which feature should the Consultant use to reduce travel time and increase Technician productivity?
- A. Fill-in Schedule
- B. Fix Overlaps
- C. oO Resource Schedule Optimization
- D. Reschedule Appointment
Answer: C
NEW QUESTION # 63
Universal Containers wants to help their dispatchers determine the length of time a Work Order should last. What should the Consultant implement to help achieve this goal?
- A. Work Orders with Operating Hours.
- B. Work Types with Service Level Agreement.
- C. Operating Hours for Customer Accounts.
- D. Work Types with an Estimated Duration.
Answer: D
NEW QUESTION # 64
Universal Containers has a call center that responds to requests from customers and schedules time for Field Service Engineers (FSEs) to perform work on assets owned by the client. Call Center Agents are responsible for booking appointments.
Which permission set license should be assigned to the Call Center Agents?
- A. FSL Dispatcher License
- B. FSL Agent License
- C. FSL Admin License
- D. FSL Resource License
Answer: B
NEW QUESTION # 65
Universal Containers has an initiative to reduce their carbon footprint. What factor should a Consultant recommend using in a Scheduling Policy to meet the above requirement?
- A. Add the Maximum Travel From Home Work Rule.
- B. Remove the Match Location Work Rule.
- C. Remove the ASAP Service Objective.
- D. Give the Minimize Travel Service Objective the highest weight.
Answer: D
NEW QUESTION # 66
Universal Containers (UC) uses two contractors, Contractor 1 and Contractor 2, to perform repair work.
Contractor 1 has provided services for UC for a longer period of time and is considered to have more repair work expertise than Contractor 2.
How should the Consultant configure the Contractors' experience?
- A. Assign Contractor 1 and 2 different capacities for repair work.
- B. Assign Contractor 2 as an Excluded Resource.
- C. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
- D. Assign Contractor 1 as a Preferred Resource.
Answer: C
NEW QUESTION # 67
A customer has been having problems with SMS responses getting the default keyword response rather than the appropriate next keyword response.
What are two potential reasons for this unexpected response?
Choose 2 answers
- A. Responses are not sent within 24 hours of the outbound message.
- B. Response contained "stop" in the message content.
- C. Responses are not sent within the Conversation Window.
- D. Next keyword was not specified on the outbound message.
Answer: A,D
NEW QUESTION # 68
A customer makes one appointment for the sales department, and another appointment for the service department. The two appointments should be handled on the same day, but should be created as separate appointments. In addition, the Technician must complete one appointment before starting the next. The agent wants to make sure these two appointments are scheduled together and in sequence.
Which three things should the Consultant verify to ensure these requirements are met and simultaneous scheduling will occur?
Choose 3 answers
- A. The Dependency Type is set to Start After Finish and Same Day on the first service appointment in the dependency.
- B. The Same Resource and Same Day fields appear on the Service Appointments page layout.
- C. A dependency has been created between the two appointments and the start times are the same.
- D. The checkbox Use all-or-none scheduling for related appointments in Field Service Settings is selected.
- E. The Complex Work Visualforce page is added to the Service Appointments page
Answer: A,D,E
NEW QUESTION # 69
A new Marketing Cloud (MC) customer wants to now implement a Salts Cloud instance to go along with their MC Instance. The MC instance has been live for a year now, where the primary key for records has been the Email Address.
Which two options would prevent the customer from duplicating records?
Choose 2 answers
- A. Get existing records updated with new Keys sourced from Sales Cloud instance.
- B. Upload CSV with Migrated Subscriber Keys to All Subscribers.
- C. Purge the current records and carry on with new keys sourced from Sales Cloud.
- D. Continue as normal, as Marketing Cloud contact Models will dedupe keys by Email Address.
Answer: A,C
NEW QUESTION # 70
A dispatcher of a local power outage. All appointments in the affected area must be rescheduled to a different day How should the dispatcher update the service appointment?
- A. Create the report to identify the service appointment in the area of notified service resources.
- B. Create a map polygon of affected area to select service appointment for rescheduling
- C. Push reschedule notifications to service service resource using the field service lightning mobile app
- D. Configure a new scheduling policy to change service appointment
Answer: B
NEW QUESTION # 71
Universal Containers utilizes two contractors, Contractor 1 and Contractor 2, to perform repair work, Contractor 1 has provided service longer for Universal Containers and is considered to have more repair work expertise than Contractor 2. How should a Consultant configure this expertise for Contractor 1 versus Contractor 2?
- A. Assign Contractor 1 and 2 different capacities for repair work.
- B. Assign Contractor 2 as an excluded Resource.
- C. Assign Contractor 1 and 2 different Skill Levels for repair Work Type.
- D. Assign Contractor 1 as a Preferred Resource.
Answer: C
NEW QUESTION # 72
universal containers are implemented field service lightning and wants to make sre the dispatch team receive work orders with appropriate resources and knowledge article requirement is defined What should a consultant recommend to achieve this requirement?
- A. case process work types and record types
- B. work type skill routing skill requirements operating house and data categories
- C. work types and skill requirements
- D. skill requirement work type and case process
Answer: C
NEW QUESTION # 73
Which configuration can Universal Containers use to brand the Salesforce Field Service mobile app?
- A. Company address
- B. Company colors
- C. Company style sheets
- D. Company logo
Answer: D
Explanation:
Explanation
This configuration can be used to brand the Salesforce Field Service mobile app by uploading a custom logo image that appears on the app's login screen and navigation bar. References:
https://help.salesforce.com/s/articleView?id=sf.fs_mobile_branding.htm&type=5
NEW QUESTION # 74
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